IT Service Delivery Manager

Are you an experienced Service Desk Manager in Cape Town, who knows how to keep clients happy and teams running like clockwork?Do you thrive in fast-paced environments where no two days look the same?

This is your chance to take the lead on high-impact IT service delivery across enterprise environments, where client satisfaction, incident resolution, and strategic reporting sit at the heart of what you do.

Were looking for a hands-on IT Service Desk Manager with strong service delivery experience, excellent communication skills, and the confidence to take full ownership of incidents, escalations, and continuous improvement initiatives.

Youll lead a team that supports business-critical systems, work closely with clients, and ensure the smooth running of ticketing, onboarding, reporting, and SLA-driven operations.

Type: Permanent - Hybrid

Salary: Up to R40k pm

Area: Cape Town

What youll do

Client Relationship Management

  • Build and maintain strong client relationships, setting expectations and managing escalations
  • Act as a trusted advisor, identifying opportunities to improve service and strengthen partnerships

Incident & Ticket Management

  • Oversee all client-facing tickets, ensuring fast and effective resolution
  • Lead critical incident response, keeping clients informed and teams aligned
  • Document and improve post-incident processes

Reporting & Delivery Oversight

  • Track and report on SLAs, KPIs, onboarding milestones, and incident trends
  • Produce timely, error-free reports for both clients and internal stakeholders

Service Optimisation

  • Identify and drive performance improvements across service desk operations
  • Implement and monitor tools and frameworks to maintain high service quality

Team & Cross-functional Collaboration

  • Work closely with internal support, technical, and onboarding teams
  • Ensure a seamless client journey from onboarding to ongoing support

Billing & Compliance

  • Oversee accurate billing data across all reporting cycles
  • Ensure data integrity and alignment with client contracts

Risk Management

  • Proactively identify risks or service gaps
  • Take action before small issues become big problems

What were looking for

  • 2+ years experience in a Service Delivery, Customer Success, or IT Operations Management role
  • Deep understanding of SLA-driven service environments, ITIL frameworks, and best practices
  • Strong working knowledge of ticketing tools like AutoTask, Zendesk, or similar
  • Proven ability to handle client-facing escalations and resolve complex issues
  • Excellent communicator - clear, calm, and confident in both technical and non-technical conversations
  • Strategic thinker whos also comfortable getting stuck in and solving day-to-day issues
  • Detail-focused and committed to delivering high-quality service and reporting
  • Strong time management and task prioritisation under pressure
  • Passionate about people, service, and building lasting client partnerships

What success looks like

  • Consistently delivering services within SLA targets
  • CSAT score of 90%+
  • Reduced escalations through early risk detection
  • Clear and timely communication during incidents
  • Seamless onboarding for new clients with a 90%+ on-time completion rate
  • At least two meaningful service improvements per quarter
  • Clean, accurate billing and reporting
  • Strong client and internal team relationships

Ready to take the lead?

If youre a natural problem-solver who thrives in client-facing environments, wed love to connect with you. Bring your energy, ownership, and strategic mindset - and help shape the future of IT service delivery in South Africa.

Job Types: Full-time, Permanent

Pay: R30 000,00 - R40 000,00 per month

Education:

  • High School (matric) (Required)

Experience:

  • Service Delivery, Customer Success, or IT Operations : 4 years (Required)
  • SLA-driven, ITIL frameworks, and best practices environment: 3 years (Required)
  • handle client-facing escalations and resolve complex issues: 3 years (Required)
  • ticketing tools like AutoTask, Zendesk, or similar: 3 years (Required)

Work Location: In person


Information :

  • Company : DataTech Recruitment
  • Position : IT Service Delivery Manager
  • Location : Cape Town, Western Cape
  • Country : ZA

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Post Date : 2025-06-04 | Expired Date : 2025-07-04